Refund policy

Version V01.08 · effective 27.08.2026

This document is provided as an informational translation. The contract is concluded in Czech. In the event of any discrepancy, the Czech version prevails.

The Seller is the operator of the Red Teapot online store. Complete details are published in the store's Company details section (https://redteapot.cz/pages/company-details). For withdrawals, returns, and complaints, email info@redteapot.cz.

Return address: Red Teapot, Slovenská 890/3, 120 00 Praha 2 – Vinohrady, Czech Republic.

1. Consumer Withdrawal

  1. A Consumer may withdraw from an online purchase without giving a reason within 14 days after receiving the goods. For separately delivered goods, the period begins upon receipt of the last item or part; for regular deliveries, it begins upon receipt of the first delivery.
  2. The deadline is met if the Consumer sends an unambiguous notice to info@redteapot.cz before it expires.
  3. The Seller provides a separate model withdrawal form. Its use is optional.

2. Returning Goods and Payments

  1. The Consumer must return the goods within 14 days after withdrawal to the return address stated above. If a different address is agreed for a specific return, the Seller will confirm it in writing before the goods are sent. Do not send cash-on-delivery parcels.
  2. The Consumer bears the direct return cost unless the Seller states otherwise. For a valid complaint, the Seller bears reasonably incurred costs.
  3. The Consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics, and functioning.
  4. Within 14 days after withdrawal, the Seller will refund payments received, including the cost of the least expensive standard delivery offered. The Seller may withhold the refund until receiving the goods or proof that they were sent back.
  5. The refund will use the original payment method unless another method is agreed without additional cost.
  6. Failure to collect a parcel is not itself a withdrawal. No automatic penalty applies; the Seller may claim only actual, documented costs when legally justified.

3. Exceptions to Withdrawal

The right of withdrawal does not apply, in particular, to:

  1. goods made to the Consumer's specifications or clearly personalized;
  2. goods liable to deteriorate or expire rapidly;
  3. goods inseparably mixed with other goods after delivery; or
  4. goods removed from sealed packaging that cannot be returned for health-protection or hygiene reasons.

For tea, the hygiene exception applies only after a protective seal intended to preserve hygiene has been broken. Selecting a standard offered weight does not by itself make a product customized.

4. Defects and Submitting a Complaint

  1. The Seller is responsible for the goods' conformity with the contract upon delivery. A Consumer may report a defect that appears within two years after receipt. If it appears within one year, it is presumed to have existed upon receipt unless inconsistent with the nature of the goods or defect.
  2. For food products, defects are assessed in light of the product's nature, shelf life, storage conditions, and information provided.
  3. Submit complaints to info@redteapot.cz and identify the order, defect, and requested resolution. A purchase may be proven without the original receipt.
  4. If needed, the Seller will explain how to provide the goods for assessment. The Seller will issue written confirmation when the complaint is submitted.
  5. The complaint will be resolved and the Consumer informed within 30 days unless a longer period is agreed. The Seller will issue written confirmation of the outcome or reasons for rejection.

5. Remedies

  1. The Consumer may request repair or replacement unless the selected remedy is impossible or disproportionately costly. Replacement is normally the appropriate remedy for food products.
  2. A reasonable price reduction or withdrawal may be requested, in particular, if the Seller fails to remedy the defect properly and promptly, the defect recurs, or the breach is material.
  3. The Consumer may not withdraw for an insignificant defect.
  4. For a valid complaint, the Consumer is entitled to reimbursement of reasonably incurred costs.